Roseacres accounts dept clearly falling apart!!!!!

What on earth is happening in the accounts department at Life Healthcare Roseacres hospital? My mom had an active case at the ombudsman against you because the doctor that treated her last Dec gave the wrong info regarding her treatment and this caused her medical aid to refuse to pay the Casualty visit. The ombudsman intervened and she then received a letter FROM ROSEACRES STATING THE AMOUNT HAD BEEN WRITTEN OFF. But it seems the accounts department forgot about this because they started sending letters of demand and now my mom received an sms saying her account has been handed over to lawyers. If this is not sorted out asap, I will log another complaint with the ombudsman! How can you not keep track of what happens in your accounts dept???